The directory
Which door for which question
Each service below describes its own role on its own pages, linked from its name. Some charge for part of what they do; where a page names a cost, it is noted.
| Your question | Where to ask | What it offers |
|---|---|---|
| Starting, running or growing a business | business.gov.au contact centre | Live chat, phone on 13 28 46, or email through an online form. Chat and phone run 8 am to 6 pm, Monday to Friday, excluding national public holidays. |
| Advice from an adviser near you | business.gov.au adviser finder | A search for business advisers and experts by postcode, topic and provider type, covering local, state and Australian Government services and government-supported providers. Check each adviser’s own page for any cost. |
| Pay and conditions for staff | Fair Work Ombudsman, Employer Advisory Service | Free written advice for small business employers about pay and conditions, tailored to the business. |
| A dispute with another business or an Australian Government agency | Australian Small Business and Family Enterprise Ombudsman | Five steps to resolve a dispute and an online dispute support tool; then guidance through the dispute, access to low-cost legal advice and to alternative dispute resolution. It asks you to use its online form, or its information line on 1300 650 460 if the matter is urgent. |
| A tax decision you may want reviewed | The Ombudsman’s Tax Concierge Service | Help with the Administrative Review Tribunal process, and a one-hour consultation with an experienced small business tax lawyer for a $100 co-payment, the rest paid by the Ombudsman. It doesn’t give tax or legal advice itself. |
| Tax help on a low income or in hardship | National Tax Clinic program | Low-cost or free tax help for eligible people and small businesses, given by university and TAFE students supervised by qualified tax professionals, in every state and territory. |
| Business debts you owe | Small Business Debt Helpline | Run by financial counsellors who give free, independent and confidential advice on managing debt, as the Ombudsman describes it. |
| Stress and wellbeing as an owner | NewAccess for Small Business Owners | A free mental health coaching service for small business owners, developed by Beyond Blue, with one-on-one telehealth sessions. For 24-hour crisis support, the Ombudsman points to Lifeline. |
| A cyber attack or scam | Australian Cyber Security Hotline | 1300 CYBER1 (1300 292 371), 24 hours a day, 7 days a week, to connect you with support and guide a report to police. The first steps are on board 4. |
The Ombudsman also lists the Small Business Mentoring Service, which it describes as giving free resources and guidance from experienced business mentors.
State by state
Small business commissioners in five states
The Ombudsman works with small business commissioners in the states that take part: it shares information with them, refers matters to the right state or national body, and supports early, informal dispute resolution. If you aren’t sure where to turn, it says it can connect you with the right commissioner. It lists these five.
| State | Body | What its own site describes |
|---|---|---|
| New South Wales | NSW Small Business Commissioner | Help resolving a dispute, including mediation services, a guide to starting or ending a retail lease, and mental health support for owners and staff. |
| Victoria | Victorian Small Business Commission | Low-cost dispute resolution: an application, preliminary help from a dispute resolution officer, then mediation if both sides agree. If mediation doesn’t settle it, either side may ask for a certificate to take the matter to VCAT. |
| Western Australia | Small Business Development Corporation | Business information, a free business advisory service, dispute and mediation services, and workshops across the state. |
| South Australia | Small Business Commission SA | Help working through business disputes, including mediation, and guidance on retail and commercial leases. |
| Queensland | Queensland Small Business Commissioner | Small business dispute factsheets and help with leasing disputes. |
For the courts, tribunals and free or low-cost legal services in each state and territory, including the three not listed above, the Ombudsman keeps a list on its how we help page.
Before you call
What to have in front of you
For a dispute, the Ombudsman’s five steps start with your own facts: read the written contract, including any dispute resolution clause; gather proof of what was agreed if it was partly spoken, such as emails, quotes or notes; and work out what matters most to you, whether that is being paid, getting more work, or finishing the job and moving on. The steps after that are on board 3, being paid on time.